Fincrime Quality Specialist

Weʼre looking for a FinCrime Quality Specialist to join our growing team. The main purpose of the Quality Specialist role is to improve customer experience and ensure compliance with business and legal expectations. This involves maintaining high and consistent quality among agents, vendors, and products, as well as identifying improvement opportunities related to customer, business, and compliance critical quality parameters. The role promotes a quality culture, setting standards, and providing feedback on what great servicing looks like. Your mission is to help implement and enforce our quality management strategy and

framework. As a Quality Specialist, youʼll report directly to the Quality Team Lead and promote quality culture in your region, while cooperating with our operational teams, as well as the various support functions like Training, Knowledge Management (KM), Continuous Improvement (CI) and more. Activities performed on the job

• Evaluates and monitors operational agents' performance in terms of quality
• Conduct regular quality control checks on agents, vendors, and products.
• Listen to call recordings, read emails, and monitor performance using QC evaluation forms.
• Conduct quality assessments with constructive feedback to help improve quality performance.
• Liaison and Feedback
• Partner with Operational Managers and other stakeholders to discuss agent QC performance.
• Provide feedback on sensitive cases and escalate cases requiring immediate attention.
• Participate in scheduled meetings with Operations for insights sharing.
• Process Improvement and Compliance
• Stay updated on changes affecting Operations and Quality.
• Suggest and occasionally assist in process improvements to enhance customer experience.
• Provide feedback and identify root causes of errors to enhance processes, tooling, or product and report findings to relevant teams.
• Provide feedback / suggestions to Operation teams regarding procedures that can benefit our customers.
• Peer Assist
• Assist in onboarding new joiners and support specialists needing extra support.
• Interdepartmental Calibration
• Actively engage in calibration sessions, applying action items derived from the results.
• Ensure alignment with standards and provide valuable inputs in the meetings to enhance team performance.
• Maintain operational knowledge and Quality knowledge
• Knowledge of Wise processes and procedures, including but not limited to tooling, communication procedures, compliance and privacy procedures.
• Actively participate in case handling and operational activities according to the effective expectations to maintain up-to-date product and process knowledge.
• Complete required internal and external Quality Control related trainings.
• Monitor changes through internal channels, readings, trainings, and implement the learnings effectively.